Job Description

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other\'s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Purpose:

The main duty of a Customer Care Consultant is to ensure a high quality and efficient customer service experience for all our customers via telephone, live chat, and email. To act as British Council\'s ambassador and provide top quality services to customers while meeting all KPIs to enable the British Council to meet its business targets and objectives.

Main accountabilities but not limited to the following:

Enquiry handling

• Answer first level enquiries received by email, telephone, live chat, or social media on relevant aspects of the UK and the British Council\'s activities in a friendly and professional manner, invoking the principles of TIE in line with Customer Service standards.
• Understand customer needs and turning enquiries into sales to meet the agreed sales conversion targets
• Meeting the agreed KPI\'s in customer contact resolution
• Build rapport with the prospect to find out the objectives, needs and requirements of the customer, and take their interest forward.
• Can give accurate information on all services offered by the British Council, and to give customers the correct brochures, application, and registration forms.
• All feedback and customer comments are passed on to the Assistant Manager - Customer Service within one working day and recorded in writing.

Registration

• Assist candidates to register for their Exams in a professional and friendly manner, while adhering to the procedures in place.
• Cross-sell relevant British Council services and products where appropriate
• Work extra hours during registration peak periods, if required

Accurate databases /records, and projects

• All databases and records, and information files are kept up to date in line with requirements outlined by the Customer Service Line Manager.
• Responsible for updating relevant knowledge files and databases (CRM) /web/ design posters in line with requirements outlined by the Customer Service Line Manager.
• Specific projects and responsibilities given to each member of staff are carried out in line with expected objectives.
• As duty officer ensure that designated tasks for the relevant shifts are completed.

Other Responsibilities

• Any other duties as assigned by the Line Manager
• Participate at Sales & Marketing Events to support customer enquiries and registrations

• All above accountabilities, duties and responsibilities should comply with standards and guidelines incorporated in the Global Policy Framework (e.g. Code of Conduct, Global Policy Statements, Child Protection (CP), Equality, Diversity and Inclusion (EDI), Information Knowledge Management (IKM), ICT standards (e.g. Acceptable Usage of IT standards).

Role specific knowledge and experience:

Essential

• Previous experience of working with customers in a service orientated environment

Desirable

• Previous experience of administration work/tasks

Further Information:

Pay Band: 4 / Grade H
Contract Type: Indefinite Local Contract
Location: Kuala Lumpur, Malaysia
Requirements:

• Candidates must have the right to live and work in the country in which the role is based.
• Only candidates who able to speak and read Mandarin will be considered, as this role required to support the operation in Hong Kong.
• Having qualification of Diploma /Degree in any field . Fresh graduates will also be considered.
• English language skills at B2 level, Aptis B2 (Listening & Speaking), IELTS Band 6 or above, or equivalent
• The successful candidate will work a 5-day week between Monday-Saturday with a scheduled day off. Work will be based on shift basis. Additional hours will occasionally need to be worked, particularly during peak examination periods.

Closing Date for Application. 21st June 2023 23:59 Malaysia Time (GMT +8)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council\'s Safeguarding policies for Adults and Children.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \'ASK HR\' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

British Council